Slots Villa Casino - Spelaren kämpar för att ta ut sina vinster.

This had been a long time coming about 8 months ago on their welcome bonus I won about 120-150 I made a a deposit continued to win upwards of about 350 while I was waiting for them to contact me back. I sent in all my id and still waited for a response. Now I’ve come back on realized I still had money left, because i gave up on this non responsive casino. Figured I’d spend it. My last record on this casino was a deposit used Nither deposit bonus since I was just killing time. I’m was up to 350 now down to 200 ( not that I care this casino is a piece of shit) because the minute I know it wagered out it wouldn’t let me access the withdrawal part of the casino it sure did when they only owed me 10$ 8 hours previously . Excuse my language but F*K THIS CASINO

Dear Stephan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand it correctly that your account has never been verified successfully? How much is your active balance now?

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

I’m sure you understand that I don’t work for Casino Slots Villa, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Could you please advise if your account has been verified successfully in the past? Have you deposited any funds into your account, or your winnings have been accumulated solely from a Free Bonus? Thank you in advance for your cooperation.

Sorry about that I did not know that and I. Appreciate your help. My recent winnings were off of a bonus my last transaction before this bonus was a deposit which I made because it was a requirement to withdraw the welcome bonus, which back then I had wagered out and told by the casino able to withdraw. Once again I won off the bonus and told by the casino it’s wagered out and able to withdraw and incant because every time i try to go to the withdraw menu the whole site freezes up. I’ve tried everything to make sure it wasnt in my end it does the same thing no matter where I log on from same thing happens

Thank you very much, Stephan, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stephan,

I looked at your complaint and will do my best to help you. I would like to invite Casino Slots Villa into this conversation. Can you please specify what is the problem with player’s withdrawal?

I cannot access the withdrawal page it just times out... it worked fine when there was only 10$ to withdraw

Hi,

We have checked the player's account and found the following things:-

-No withdrawal request was ever made or any inquiry was made for the same

-Max allowed cash out from the casino free chip is only $100 as per our casino t&c.

-No player is supposed to claim any deposit or free chip promotional offer when the balance in the account is more than $5. This rule has been violated as per our casino site t&c. For more details, please refer the link mentioned below:-

https://www.slotsvilla.com/terms/

Thanks,

Slotsvilla Support

My balance was definitely under 5 when I used that last bonus and when I spoke to your live chat and they told me I could withdraw. And sorry can you not read I CANT ACCESS WITHDRAW PAGE!!! Am I able to withdraw the 100 then ??

Hi,

This is to bring to the notice of the concerned authorities in this casino review site that our Risk Management, Compliance and the Fraud Detection teams have done a deep dive analysis to bring a clear picture about the player's casino account with us and also educate him accordingly based on the transactions made by him in his account.

May-27-2020 ---> $150 welcome bonus under the bonus code FREE150 was redeemed, games were played and brought down the balance to 0.39 cents

Jun-3-2020 ---> Another $25 free chip was redeemed under the bonus code DAILY25 and brought up the balance to $25.39 cents

Jun-4-2020 ---> On this specific date, when the balance in the account was still at $262.53 cents (which is way more than $5), $30 deposit was made using MASTER CARD bringing up the balance to $292.53 cents. Now, this had led to the $5 clause violation by the player. On our site, it's clearly mentioned that no promotional offer including deposit bonus can be claimed when the balance in the account is more than $5. For more details, you can refer our site link as mentioned below:-

https://www.slotsvilla.com/terms/

Please check the exact lines mentioned clearly on our site

**The Player's account balance must be $5.00 or less in order to redeem any promotion including deposit bonus.**

Some games were played after making a deposit and then when the balance in the account was at $206.41 cents, a 500% bonus was redeemed on the $30 deposit amounting to $150 under the bonus code BEGIN500 which brought up the balance to $356.41 cents.

Wagering calculation when you make a deposit and claim a bonus is as follows:-

30 x ( deposit + bonus ) on the slot games which will be 30 x $ (30 + 150) = 30 x $180 = $5400

(or)

60 x ( deposit + bonus ) on the video poker / table games which will be 60 x $ (30+150)= $10,800

Maximum allowed cash out when you make a deposit and redeem a bonus on the same is 10 x deposit amount which will be $300 in the player's case.

This cash out will be given when there are no violations at all and also the balance condition will need to be met, where there must be a balance of $450 or more ($300 + $150), before any withdrawal request can be made and the casino can take back it's $150 deposit bonus as per the site t&c.

- Player had met wagering requirement on the slot games but there has been a $5 clause violation and the balance condition was not met at all. The balance was totally brought down to zero.

After this, on

Oct-13-2020 --->$25 bonus was claimed under the bonus code OCTCHIP25. The maximum allowed cash out on any free chip given by the casino irrespective of the free chip value is $100. Wagering requirement on this free chip for slot games is $750 (30x25) while on the video poker or the table games, it's $1500 (60x25). For this free chip, we see that the player has wagered $893.15 cents on the slot games while the actual requirement was only for $750. We also found that the player has met the balance condition where in the balance needs to be $125 ( $100 max cash out and the $25 bonus will be taken back as per the casino site t&c) while the final balance is $200.03 cents.

Oct-14-2020 ---> Player had inquired about the eligibility to make a withdrawal on one of the chats with one of our agents. The agent had checked the criteria fulfillment on the most recent transaction which was the redemption of the $25 free chip and as the conditions were met, the player had been informed that a withdrawal request can be made. But till date, no withdrawal request was ever made. The agent by default had checked the cash out eligibility based on the most recent transaction as a part of SOP but not on what has been happening right from the beginning. Our staff has numerous interactions with several players on a daily basis and no where, the cash out eligibility was ever determined based on the old transactions or the transactions right from the beginning.

--------------Continued --------------------

Dear Stephan,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.